Exelon Workload Planner - 2nd Shift in BALTIMORE, Maryland

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 150 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

Join BGE HOME to be a part of the team that offers a wide range of energy-related products and services that address the comfort and energy management needs of residential and small commercial customers in Maryland.

BGE HOME, a Constellation Company, specializes in the sale and service of heating, air conditioning, water heating, plumbing, and electrical systems along with appliance repair, replacement windows, doors, siding and attic insulation.

We are committed to our customers and have a customer satisfaction rating of more than 95 percent.

Our employees ";live"; the BGE HOME Initiatives: Customer Commitment, Excellence, Integrity & Accountability, Teamwork and Safety.

We are a company that cares about the environment, supports local communities and embraces the diversity of our employees.

Every business line offers opportunity for employee development.

We have some of the best training programs in the area.

Here at BGE HOME, we continue our success through the strength of our people.

It's your future - it's about your career and your goals.

At BGE HOME, our aim is to match the right people with the right jobs.

Job Summary:

Responsible for managing workload for Night Shift service personnel. Work in close coordination with Service Managers & Service Team Leaders to ensure achievement of key performance metrics. Work in close coordination with fellow WLP team members and Customer Care Center to ensure that we are delivering the targeted customer service & satisfaction levels.

Primary Duties and Responsibilities (Essential Job Function):

Responsibilities include receiving incoming calls concerning technicians’ availability and status,

processing service orders and scheduling return calls.

Manages workload for Plumbing, Electrical, HVAC, and Appliance Service technicians.

Routes any unassigned work effectively and as efficiently as possible.

Manages the work throughout the night to maximize productivity and minimize costs.

Proactively communicate any problems or concerns with Supervisors and Service Managers. Handles appeals and recommends suitable options to satisfy customer needs.

Knowledge and Skills/Abilities:

  • Knowledge of Ventyx, CRM and other software required for company communication.

  • Comprehensive knowledge of all BGE Home business lines.

  • Comprehensive knowledge of BGE Home practices and procedures.

  • Comprehensive knowledge of BGE Home’s service territories.

  • Comprehensive understanding of BGE Home’s Vision & Values.

  • Ability to communicate (both oral and written) effectively. Must possess the ability to communicate clearly and concisely to both external and internal customers that possess varied personalities and temperaments.

  • Ability to develop and maintain a high level of interaction between Field Service personnel, the Customer Care Center & customers.

  • Able work independently and multi-task.

  • Strong analytical, problem solving, organizational and leadership skills are preferred.

  • Must be a team player and promote team unity.

  • Education/Experience: *

Over two years experience (e.g. customer contact experience) in a clerical position and residential HVAC, Appliance, Plumbing or Electrical dispatch. Or, equivalent combination of formal education/training and experience.

Other (Including physical requirements, working conditions, etc.):

May include overtime during peak workload seasons

Classified as essential employee which requires being at work during storms and other adverse weather conditions

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

Job Production/Operations

Organization: Generation Constellation - BGE Home

Title: Workload Planner - 2nd Shift


Requisition ID: 207780